[Remote] Customer Success Manager - Healthcare, Product Team

Note: The job is a remote job and is open to candidates in USA. ECG Management Consultants is a leading healthcare consulting firm with over 50 years of experience. They are seeking a Customer Success Manager to manage and nurture relationships with subscribers, ensuring they derive maximum value from their subscriptions while driving satisfaction, retention, and revenue growth.

Responsibilities

• Own subscriber relationships by managing the entire post-sale life cycle of subscriber relationships, ensuring consistent and proactive engagement with subscribers to maintain satisfaction and improve or sustain retention
• Lead renewal and renegotiation processes, and renegotiate subscription terms with subscribers, aiming to maximize retention and revenue
• Collaborate on value optimization with subscribers to understand their needs and ensure they fully utilize the features and benefits of their subscriptions to achieve their business goals. You will work with the product team to develop meaningful and valuable product enhancements
• Lead and coordinate the onboarding process for new MD Ranger® and RangerFMV subscribers. Where applicable, collaborate with the ECG implementation team on other products. Ensure smooth product setup and integration into customer workflows; conduct training sessions to educate customers on how to use the product(s) effectively; and develop and update onboarding materials, tutorials, and resources to enhance the user experience
• Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues in a timely and efficient manner. Escalate tier two and tier three issues to the appropriate support teams, and follow up to ensure timely resolution
• Develop and maintain strong, long-lasting relationships with subscribers by consistently delivering value and exceptional service
• Establish a robust feedback loop with subscribers to gather insights on their experience, which will inform product enhancements and customer success strategies
• Meet or exceed subscription-renewal revenue targets by implementing effective account management strategies and identifying upsell and cross-sell opportunities. Coordinate appropriate handoffs to ECG sales or consulting teams
• Continually learn and stay informed about industry trends related to healthcare and SaaS/IT solutions, monitor market activities, and understand competitor offerings to proactively identify opportunities for product enhancements or new product development
• Provide periodic (e.g., monthly) reports to the head of business and product development and other internal stakeholders on subscription revenue, renewal rates, and other key metrics, offering insights and recommendations for improvement
• Track and achieve key performance indicators (KPIs)
• Prepare and present reports to project sponsors, senior management, and other customer stakeholders on success initiatives, challenges, and outcomes
• Collect, analyze, and report feedback to internal teams (e.g., product, engineering) to influence product development and feature prioritization
• Advocate for users’ needs with the product team, ensuring user voices are heard in strategic planning and the development of product roadmaps
• Maintain a strong technical understanding of our products
• Continuously expand your knowledge of healthcare and IT industry trends and relevant regulatory changes to better serve our subscribers
• Assist with testing new product features, and contribute to benchmarking efforts to ensure our products remain competitive and valuable to subscribers
• Train and mentor staff, sharing best practices in account management, negotiation, and customer service
• Engage in ongoing professional development to stay ahead in the dynamic SaaS and healthcare worlds, fostering a culture of continuous improvement within the team

Skills

• Bachelor's degree in marketing, business administration, communication, or liberal arts
• Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector
• Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth
• Excellent communication, presentation, and facilitation skills
• Strong issue resolution and conflict management skills
• The ability to quickly relate to clients
• Strong problem-solving abilities and excellent professional judgment
• Proficiency in issue resolution and CRM software and tools (Microsoft Dynamics, Salesforce, ServiceNow, Jira, etc.)
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment
• Healthcare, IT, or SaaS experience is a plus
• Experience specifically with Microsoft Dynamics or ServiceNow is a plus

Benefits

• ECG’s annual incentive compensation program, which reflects ECG’s pay-for-performance philosophy
• ECG’s benefit plans, which include medical, dental, and vision coverage
• A 401(k) matching program
• Unlimited PTO
• Other wellness programs
• Will explore remote options based on candidate qualifications
• Office-based candidates will be required to work a hybrid schedule with an average of 4-6 days per month in the office

Company Overview